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Papyrus CCM Business Correspondence Solution

Smart Business Document Design and Consolidationon a Single Platform

INSIDE

�� Document Lifecycle Solution

�� Digital and traditional documents

�� Business empowerment

�� Enabling in-document editing

�� Batch/online/ad-hoc Web forms

�� Print & e-delivery across channels

�� Reporting and auditing

KEY BENEFITS

�� Any data type and style directly supported

�� Up to 50% time reduction in design phase

�� Up to 90% time reduction in release phase

�� Reduced number of maintained templates

�� One Company - One Voice

�� WYSIWYG design

Any type, format and style of data from ex-isting backend systems is directly supported by powerful SOA-based, loose-coupled integration.

A broad variety of Papyrus Adapters (file, XML, SOAP, MQSeries, HTTPs, REST) connect the document system with vital busi-ness application data from any legacy or mainstream system or application. These platform- and compiler-independent interfaces drastically reduce the amount of time and effort required for interfacing with applications that span mul-tiple systems and require exchange of documents and data between them.

One set of definitions and document resources shared between tenants and across templates

The benefits are enormous in having document building blocks for reuse and standardized corporate fonts and images on one proven formatting engine (DocEXEC) for high-volume, online and single document formatting in interactive mode for a client/server, desktop or Web portal.

Long-term stability

There are no dependencies on hardware, operating system, programming languages, transformation languages, data input formats, printers or electronic output channels. All generated document definitions are kept upward-compatible and platform-independent to be used the same way on a mainframe, server, browser or mobile device.

Key Benefits of the Papyrus Platform:

�� End-to-end lifecycle platform solution for all corporate document types and messages

�� Powerful interfaces for any type of business data �� Simple and fast document design and editing by business

users �� Interactive documents with in-document editing on one

platform �� Central user management by role and policy (LDAP)�� Change and release management integrated�� Versioning of all objects including data�� Variant/tenant control for branding and languages�� Workflow and process management (sign-off)�� Job, spool, queue, print management / any output channel�� Seamlessly integrated e-delivery / e-mail and portal

One Company - One VoiceEffective CCM Solutions. Efficiently.

One common document lifecycle platform consolidates all enterprise document output supporting multi-channel high-volume, online and interactive business documents.

Business documents can never be standalone applications as they are always tightly linked to business data and business process. Since many organizations want to operate with fewer systems, it makes great sense to standardize on a common platform for business document design, formatting and process management rather than to deploy, integrate and maintain separate systems.

TCP/IP

IPDS, PCL,Postscript,SMS, FAX,

E-Mail (HTML, PDF),e-delivery

zOS

IPDS

CMIS

Papyrus DocEXECFormatter

OutputManagement

Print & e-deliveryServices / Spool

PapyrusWebRepository

DeveloperPapyrus Designer Suite

Business UsersPapyrus ClientPapyrus DesktopPapyrus WebPortalMobile / iPad

BusinessAdministratorPapyrus DesktopPapyrus Client

any Line Data,DJDE, XML, SAP RDI, ASCII, EBCDIC, ...

Papyrus Adapter:MQ, SOA, HTTP, File

The Papyrus Platform with its central WebRepository manages the document lifecycle end to end. Corporations create and administer business documents in batch, online and inter-active correspondence from raw data to print and e-delivery.

The Papyrus Correspondence Solution links all types of busi-ness users to the central WebRepository to share content and, based on their role, to create and maintain text, images and document templates to use across online/batch, interactive/ad-hoc and Web documents.

Powerful formatting features are standard Papyrus func-tionality, including text styles, variable inserting, prompt-ing, radio buttons/checkboxes, images, color, lines, dynamic page break handling, widow and orphan, columns, tables, multi-language, OMR and barcodes, hyperlinks, stickers, text orientation, dynamic white space management, automatic resizing of images, TOC generation, page re-sorting, headers and footers, Wizards, template and text compare - and more.

Papyrus' strong WYSIWYG design capabilities allow business and IT users to create highly personalized business documents for print and electronic delivery. Substantial cost savings, efficiency and corporate design across all document types are guaranteed. Papyrus integrated output management monitors, tracks and audits all output end to end.

Interactive documents with in-document editing on one platform

Papyrus provides interactive document features with in-document editing giving the user WYSIWYG and full word process-ing capabilities inside the data-driven document. Depending on the document settings and user role, Papyrus provides full control of paragraph selection and editing, font, color and style use, etc. The same templates can be used for batch, online and on-demand documents.

Administrator

Template design and assembly Parameterization Simulation Authorization

User Letter selection and modification Text entry variable selection view, print, mail

Developer Data Interfaces Complex Logic, Classes Change management

RepositoryLibrary

Interactivity is built into the document architecture

Empowered business users control the complete document lifecycle for lower IT workload and business document costs

The Papyrus Platform delivers a compelling Business Correspondence Framework Solution that provides a head-start on defining new document applications. Papyrus EYE/Widgets is a simple and effective user interface for business administrators assembling document templates, creating new document building blocks and defining rules. The admin-istrator role can assign work to business users creating more content such as text, layouts and tables. All documents are built with reusable building blocks to reduce maintenance effort and achieve standardization, cor-porate design and identity. Avoiding duplicated, non-stan-dard, and non-compliant company documents decreases the cost of document template creation and production by over 50%.

Content change and communication formatting requests are no longer IT department tasks

Increased document compliance keeps documents up-to-date with ever-changing regulations

Papyrus advanced search and the powerful ‘Used in’ admin-istrative GUI provides information on where a building block is used, which version and variants are available and who created it. This guaranteed control allows for easy and fast maintenance and deployment of changes across document resources and across all document types.

Business users provide document templates for high-volume, batch or interactive in both digital and traditional formats

In daily operations, business users and IT collaborate using the Papyrus Designer and the Papyrus Client/Desktop in the browser to create data interfaces, building blocks with logic and content with business rules for their private projects. Templates and document resources move through the devel-opment, test and approval states before being released into production.

The Papyrus Correspondence Framework provides ready change management, plus versioning and deployment by authorized business users. User authorization is executed by role and privilege of each user and roles can be managed in LDAP and Active Directory.

Business users easily create templates, content, rules and document designs without IT

Business users define text with styles and multiple languages, spell check and hyphenation.

Business designs tables with variables and standard layouts, plus group building blocks with signatures.

Document

Data Reading

Address

Text Block

Signature

Logic Block

Text Block

Building Blocks

Data Collection• Prompt• Received• Queried

Document Logic• Rules• DOCDEF• Constraints

Data Presentation• Fix defined• Prompted

Targeted Messaging

Business users can create building blocks in certain sizes. These are placed by specific rules either on a fixed or relative posi-tion in the document for white space management. Messages can be personalized and include hyperlinks that allow for immediate response management.

Document assembly and simulation testing with data

Building blocks are assembled by the business administrator into complete templates with cross-referencing, fixed and relative positioning, page breaks and simulation testing with variables.

The final formatted document can be produced in high-volume batch and online production on a server or in the front office by end users. In this case ‘prompt’ controls for in-document editing of the building block are included by the administrator.

A secure and simple way to ensure that all business documents are in compliance

Compare text and data in a new document or building block version with its previous version. The delivered solution Framework includes integrated approval workflows with elec-tronic stickers for comments, i.e. when rejecting a letter.

Report on templates, building blocks and rule statistics per user

Papyrus Wizard Designer enables the administrative business user to create process and rule-driven applications faster, without programming

The business administrative user creates Wizard forms in the graphical Designer. Such forms can contain a combination of input fields (text, date, numeric), radio buttons and check-boxes, text and images. The user creates structured interview/survey processes by simply adding the Wizard forms from the library and defining the business rules for navigation and actions using Natural Language.

Besides forms the Wizard process can contain service tasks, such as to retrieve loan information or credit rating. Multiple users can work on the creation of a complex document. The process can be stopped and continued at a later date and time.

Summary on Key Advantages:�� Business administrators flexibly define document pro-

cesses and rules�� Release process for template maintenance is managed by

the business�� Enables interactive and guided communication with

clients�� Speeds response to ever-changing business needs�� Reduces number of maintained templates�� Synchronous data integration from backend systems using

Webservices�� Business focus on the customer vs. composing a document

See our case study "Die Mobiliar" and the "Wizard Demo" video on isis-papyrus.com.

Users powerfully and quickly assemble process-driven business documents in real time, step-by-step, without mistakes - for enhanced focus on customer experience

The Papyrus Wizard is a simple but powerful solution assisting the front office or Web/Mobile user in composing complex documents like a policy, agreement, offer, claim or verdict. The Wizard gathers relevant data in real time as the user answers questions in the Wizard forms. The Wizard forms and questions with validation rules are freely definable by a business administrator using the visual Papyrus Wizard Designer. The user-defined process and rules are executed step by step. The Wizard retrieves data synchro-nously from existing backend systems using our SOA messag-ing interface. The information gathered during the Wizard process is used in the document itself as data variables. The document with

layout, text and other building blocks is assembled in real time, and the user edits paragraphs where in-document edit-ing prompt fields occur. The Wizard allows stepping back in the process to make changes. Feedback to the user is shown immediately as the document will undo previous actions.

The Document WizardEnabling interactive and guided communication with clients

The Papyrus Platform is a layer on top of existing business applications, loosely coupling with data files, data messages, databases and devices. Papyrus is SOA-compatible and deliv-ers a variety of Adapters as standard software to allow flexible, definable exchange between business data and document systems. Papyrus Adapters are platform-independent and do not need compilation, Java or .Net programming. Papyrus Typemanagers are database-independent native interfaces.

Papyrus Adapters

�� MQSeries�� Mainframe – JES 2/3, CICS�� XML & ASCII, EBCIDIC File�� SAP Output management (XOM)�� HTTPs / SOAP / REST Json�� E-mail (SMTP, POP3, MAPI, IMAP, SMS)�� Fax�� LDAP for authorization (Active Directory, RACF)�� MS SharePoint�� CMIS (interfacing with 3rd-party archives)�� Social (LinkedIn, Twitter, Facebook, Google)

Papyrus Typemanagers

�� DB/2, Oracle, MS SQL, ODBC

GUI Integration

Papyrus offers several options for integration of the user front end:

�� Papyrus WebPortal EYE Widget GUI (standard browser plug-in)

�� Website integration via iFrame (browser)�� SharePoint Web Parts native integration�� Mobile app (iPhone, iPad and Android)

Microsoft Word is often used for business documents in the front office as a PC island solution. But you’ve come to a point where you’re ready to go beyond its limitations in assuring compliance, the incompat-ibility of versions and macro programming. A cen-trally managed repository platform for the design and delivery of all outbound business documents and user correspondence is needed to start consolidating your enterprise business communication and gain full control over digital and print channels.

Papyrus Platform customers have been asking us how to move existing Word documents quickly and without much effort to our single platform. With the ‘Papyrus Word 2 Correspondence’ solution, Word documents are automatically converted into Papyrus for fast document template creation and seamless integration with the Papyrus Correspondence admin-istrator workplace.

Migration MS Word to Papyrus Correspondence in just a few steps

Integration Document System integration with existing backend systems

Business Applications Papyrus WebRepository

Endusers

BankingApplication

InsuranceApplication

moremoreapplications

...

Intranet

Services Directory

PreviewQueue

PrintPoolQueue

Archive Queue

moreservices...

Papy

rus

SOA

P A

dapt

er

PDF

Collect all enterprise output and distribute to digital and print

With output channel choice based on customer preference, Papyrus documents share a base layout that is common to all channels and then enhanced with channel-specific items at time of delivery.

�� Re-assembly of pages and building blocks�� Adding and deleting information on each page�� Access secondary data sources like SQL DBs, XML files

Papyrus Document Pool

The unique concept of document pooling replaces conventional file spooling. Bundling documents includes index and control infor-mation and provides distribution, reprinting, OMR and barcoding, banner pages, envelope merging and splitting. The bundling, distribu-tion and postal optimization features provide important opportunities for cost reduction, by reducing the amount of printouts and enve-lopes mailed and by optimizing the postage per mail piece for discount possibilities. As Papyrus has control and visibility of all resourc-es in the system, postal sort can be applied on the formatted letter, not only on addresses. Users may also search the Document Pool for sign-off or for previously sent documents for viewing, re-printing and re-sending to the end customer. Reprints can include a watermark to indicate the document is not the original.

Short- and long-term archiving for e-delivery and print

Documents are securely stored in the Papyrus WebArchive in support of the customer engagement cycle - and offered for fast retrieval and viewing in browser and on desktop, tablet and mobile. Companies can choose to provide an Internet-based service, and notify their clients via e-mail or SMS, offering them the option to see their documents and statements using a Web browser and mobile and optionally print them as necessary.

Papyrus WebArchive is fully scalable across platforms and sup-ports distributed storage with central index and sophisticated search capability across different server hardware. It provides short- and long-term archiving with retention policies, and interfaces with the Papyrus WebRepository for all administra-tive, management and BPM functions. The built-in security provides full access control based on role/policy, along with a means to report on any user action.

Papyrus WebArchiveshort-term storage

(PKI digital signature)

Papyrus WebArchivelong-term storage

Internet or local network

Local Portalproxy (*)

direct access

E-mail & Adapters

HTML

E-Mail

Extraction

Papyrus Capture

TIFF

FAX

ClassifyRecognitionExtractionVerify

Papyrus DocEXEC & Server

ApplicationData

DocEXECDocumentFormatting

Papyrus AFPwith indexes

Interactive BusinessCorrespondence (AFP/PDF)

Local or central printers

• Business Users• Customers

3rd party AFPwith indexes

PDF withbookmarks

Windowsdocuments

• Re-assembly of pages• Adding information to each page• Removing information from each page

Print

eDelivery

Papyrus Output Management Platform All currently existing input and output channels (print, e-mail, fax, Web, SMS, social media, mobile, etc.) are fully supported to close the communication loop, providing immediate ‘two-way’ interac-tion and improved customer experience through continuous engagement with the customer.

World-class business documents on every output channel

Papyrus interfaces with any input data file without data manipulation or tagging - and via single-time design and format-ting, it seamlessly delivers any business document to print, Web and mobile. Every document is formatted with a document index, and perfect quality is guaranteed on all channels.

Central control and administration of all jobs is performed by the Papyrus WebRepository. Powerful end-to-end monitoring and management of all jobs and across all platforms, devices and output channels is enabled by the Papyrus Automated Document Factory (ADF) Framework solution. The Papyrus ADF provides intelligent, end-to-end automation, tracking and monitoring of print and e-delivery. The ADF includes unique features for complete centralized lifecycle manage-ment - of all document resources from data, formatting, printing and post-processing to multichannel delivery and archiving.

Papyrus Operator Workplace

Working from the central workplace, the ADF Operator can start and stop adapters, release queues, view the logs and edit attributes, generate sample jobs, search, open and pre-view certain documents, manage the priority of tasks, and manually manage workload balance and instantiate jobs, if required. Supported by workload and monitoring statistics, the operator always has the complete information about the status of all ADF components as configured by the administra-tor (adapters, agents, queues, etc.), and uses interactive charts to quickly drill-down for more detail.

Print and e-delivery on customer-preferred channel

Papyrus provides multichannel delivery (e.g., IPDS, PCL, Postscript, IJPDS, PDF, e-mail with HTML or PDF attach-ment, fax, SMS) based on customer preference, transform-ing documents to the target channel at distribution time for utmost channel independence. All delivery channels can be integrated directly into Papyrus adaptive business

process architecture while taking all security requirements into account. Documents are flexibly delivered to the custom-er's preferred channel, resulting in cost savings and excellent customer service.

Document monitoring, tracking, auditing and report generation

All communication is tracked seamlessly from receipt/creation over centralized or decentralized printing to final enveloping in the letter shop and e-mail, fax and Web delivery to archiving. All activities are tracked, traced and audited, end-to-end and record-ed for a full audit trail of the communication process, with detailed document access and change information provided. The plat-form provides power-ful interactive report-ing functionality with dynamic charts, tables and word processing capabilities, displayed as highly personal-ized dashboards with KPIs and/or generated reports with real-time WYSIWYG report pre-view for multichannel delivery.

End-to-end Job Administration and Monitoring Papyrus' proven output management system is designed for transparent and seamless multichannel output to all destinations in the network and online.

Case Study

The Business

As one of the largest players in the world with roots anchored in Europe’s economic history, the Bank has presence in more than 70 countries and more than 180,000 employees. The Bank is a leader in the Eurozone and a prominent internation-al institution with focus on Corporate & Institutional Banking as well as Retail Banking & Services, with over 30,000 collabo-rators and more than 2,000 agencies. The Bank garnered the 2016 WfMC Global Excellence in Case Management Award for its new “Banking Correspondence Management System” (BCMS) built on Papyrus Adaptive Case Management and its high-productivity enterprise communication platform.

The Challenge

The Bank was using 2,500 different document templates for customer communication with approximately 20-25 new doc-ument templates per month, and planned to further enhance the number of documents by doubling batch output and sig-nificantly increasing online (Internet and mobile) production by a factor of 20 to total 400,000 documents a day.

At the same time, with customers moving to digital, the Bank recognized the need to move to smart communication any-time, anywhere and significantly speed production of new modules with quick time to market for new bank products through full digitalization and paper-free processes.

In the initial solution based on Microsoft Word, business users were creating document specifications as input for the docu-ment development process performed by IT developers, with both teams working in isolation and duplicating efforts. The communication mainly via e-mail and handling thousands of templates in different languages through the standard file management system prevented linkage between document templates and their language variants and versions. To accel-erate the time to production, the communication develop-ment approach needed a complete makeover.

Business Goals

�� Smart communication anytime, anywhere�� Business user empowerment�� Increasing batch and online production by a factor of 20�� Fast time to market for new bank products�� Digitalization of communication processes �� Reduction of overhead�� Enforcing corporate identity, quality and consistency�� Simplicity and flexibility

Functional Requirements

�� Common working environment for efficient collaboration of Business and IT

�� Agile cross-department change management�� Unified system for sharing work without e-mail

dependence �� Efficient maintenance of thousands of design templates�� Management of document design and related processes

for flexible online and batch production in one system�� Reporting and auditing transparency

Sustainable Innovation through Agile Customer Communication

Adaptive process management boosts productivity at leading European bank

2016

Awa

rds fo

r Excellence in Case Ma

na

ge

men

t

The Solution

After initial considerations, the bank decided to focus on the simplification and flexibility of document management processes as its two primary objectives. The Bank chose to introduce the Papyrus Business Correspondence Solution to enable business users to directly participate in document development and reduce overhead.

Next, the decision was made to leverage the Papyrus inte-grated framework solutions approach - fitting the entire document design and development solution directly into the Papyrus Adaptive Case Management (ACM) framework would maximize flexibility and transparency in handling the document lifecycle from design through development and deployment into production, as well as production manage-ment.

The newly defined Banking Correspondence Management System (BCMS) provides professional document design func-tions and empowers business users to create and maintain a huge amount of document templates in a flexible manner, with consistency in design and compliance of content. BCMS supports design, sign-off, deployment and production of cus-tomized, individual online correspondence, as well as mass batch document production, and applies a fully customizable and adaptive change management that involves the right people for the right work at the right time.

BCMS provides a common working environment for the productive collaboration of Business and IT and now links independent working environments of different departments to facilitate cooperation and teamwork between all knowl-edge workers.

Business teams work in different user roles specified by roles and privileges, supported by multiple GUIs with full capabili-ties to flexibly design the correspondence and take control over the document development process. IT assists where required and takes care of technical configurations related to more sophisticated document elements, such as data interfaces for input of business data, complex business rules or dynamic tables.

Document design is managed within a project (case) through a set of predefined steps and related data and enables ad-hoc changes and case re-opening by business departments to re-act on short notice to changes in the business requirements. Ad-hoc actions are managed and aligned by change man-agement and compliance-checking techniques via ACM. All document design is released into the central correspondence library to be used by all entitled parties. Business users can choose from diverse elements in the library, and create new ones, while freely communicating with other system users through integrated commenting and chat functionalities and making use of the IT assistance where necessary. Finished document templates are sent to project coordinators to verify the development in a document compare view and approve releasing them into production.

Achieved Benefits

�� 95% of all communication created & maintained by the business, IT only delivers data

�� 50% time reduction in the template development phase �� 90% time reduction in the release phase�� Flexible document release process enabled by cross-de-

partment change management �� Consistency paired with efficiency through large-scale

reusability�� Reporting and auditing transparency

Papyrus Products

�� Papyrus WebRepository �� Papyrus Designer Package �� Papyrus DocEXEC �� Papyrus DocEXEC/PDF �� Papyrus Adapter/SOAP�� Papyrus Client

Snapshot

�� Organization: Leading European Bank (Finance) �� Business Challenge: Highly increased volumes of batch

and online communication�� Goals: Efficient collaboration of Business and IT; flexibility

and transparency from design to production; high-quality, high-speed communication creation; quick time to market

�� Integration: Web Services�� Solution Frameworks: Adaptive Case Management,

Business Correspondence

Overview of BCMS

Document design validation

ISIS Papyrus LocationsInternational Headquarters, Austria

ISIS Papyrus Europe AG Alter Wienerweg 12 A-2344 Maria Enzersdorf

T: +43-2236-27551-0 F: +43-2236-21081 E-mail: info@isis-papyrus.com

US Headquarters

ISIS Papyrus America, Inc. 301 Bank St Southlake, TX 76092

T: +1-817-416-2345

Asia-Pacific Headquarters

ISIS Papyrus Asia Pacific Ltd 9 Temasek Blvd. #29-01 Suntec City Tower 2 Singapore 038989

T: +65-6339-8719

UK

ISIS Papyrus UK Ltd. Watership Barn Kingsclere Business Park Union Lane, Kingsclere Hants, RG20 4SW

T: +44-1635-299849

Germany

ISIS Papyrus Deutschland GmbH Heerdter Lohweg 81 40549 Düsseldorf

T: +43-2236-27551-0

The Netherlands

ISIS Papyrus Netherlands B.V. WTC World Trade Center Zuidplein 36 1077 XV Amsterdam

T: +31-20-799-7716

Italy

ISIS Papyrus Italy Srl via Monte Navale 11 10015 Ivrea (TO)

T: +39-0125-6455-00

France

ISIS Papyrus France SARL 21, Rue Vernet 75008 Paris

T: +33-1-47-20-08-99

Spain

ISIS Thot SL. Sainz de la Calleja, 14 28023 Madrid

T: +34-91-307-78-41

Nordics

ISIS Papyrus Nordics ApS Science Park Scion DTU Diplomvej 381 2800 Lyngby, Denmark

T: +45-8827-6170

www.isis-papyrus.com

Distributed Nodes with Enterprise Service Bus

Business RepositoryMetadata, Process, Content, GUI, Rules

Po

rtal

BPMprocesses

e-mail fax letter SMS print Web

OutboundContent

e-mail fax letter SMS scan Web

InboundContent

CRMprocesses

Security, Monitoring, Auditing, Reporting

BUSINESS DATA ENTITIES SOA and other adapters

ECMprocesses

Partners

Sales

Service

Accounting

Management

Customers

Administration

Operations

CRM EC

M

ERP

SOA

MQ BI

LDAPSECURITY

A c o m p r e h e n s i v e , f l e x i b l e a n d s c a l a b l e s o l u t i o n f o r c o n s o l i d a t e d m a n a g e m e n t o f i n b o u n d a n d o u t b o u n d c u s t o m e r c o m m u n i c a t i o n s a c r o s s c h a n n e l s , d e p a r t m e n t s a n d s y s t e m s .

O r g a n i z a t i o n s c a n d e f i n e , m e a s u r e , a n d m a n a g e p r o c e s s , c o n t e n t a n d d a t a i n c o m p l e x s e r v i c e e n v i r o n m e n t s w i t h a s h a r e d c u s t o m e r v i e w a n d c u s t o m i z e d G U I s .

E m b e d o u t b o u n d b u s i n e s s c o m m u n i c a t i o n : T h e u s e o f P a p y r u s o u t b o u n d p r o d u c t s c l o s e s t h e c o m m u n i c a t i o n s l o o p w i t h c u s t o m e r s , c l i e n t s , s t a k e h o l d e r s , a g e n t s a n d v e n d o r s w i t h h i g h - q u a l i t y c o n t e n t .

Pa p y r u s A d a p t i v e P r o c e s s P l a t f o r m

A one-system solution or just the capabilities you need

FAXPRINT E-MAIL MOBILE

REPOSITORY

CLIENTFORMATTER

ARCHIVEBUNDLING & MAIL SORT

PORTALDELIVERY

WORKPLACEDESIGNER

WEB